Diagnostic Support Engineer

🕒 May 7

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MSX International

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🤝 B2B

Automotive • AI • B2B

MSX International is a company dedicated to empowering the automotive industry by providing innovative solutions for sales performance, customer engagement, and repair optimization. They utilize advanced technologies including AI to enhance customer experiences and streamline operations for automotive businesses. With a focus on enhancing efficiency, driving business growth, and maximizing customer satisfaction, MSX International supports their clients across the dynamic mobility landscape.

📋 Description

• Monitor DTC/CAN parameters at the Command Centre and raise tickets immediately when an issue is detected. • Respond to triggered DTC/CAN alerts by creating internal tickets in the DMS system (with automation in phase 2). • Provide Level 1 (L1) support over the phone, guiding customers/drivers to resolve minor issues. • For vehicles with critical DTCs (e.g., "Service Now" category), guide them to the nearest dealer. • If a vehicle is immovable, or if further damage could occur, instruct the dealer to reach the vehicle’s location. • Coordinate with dealers to ensure the issue/ticket is resolved completely and in a timely manner. • Provide daily, weekly, monthly, and ad-hoc reports on vehicle issues and resolution status. • Track and report KPI targets in the required format. • Conduct job card analysis, focusing on cost avoidance, analytics, and reporting for continuous improvement.

🎯 Requirements

• Experience in customer support, vehicle service, or command centre operations. • Strong problem-solving and communication skills for guiding customers and coordinating with dealers. • Familiarity with DMS systems, ticketing tools, and vehicle diagnostics (DTC/CAN). • Ability to work in a 24/7 environment and handle critical issues efficiently. • Strong analytical skills for reporting and KPI tracking.

🏖️ Benefits

• 6 days working (Rotational week off & National Holidays)